Einstein Bros. Bagels — Restaurant in Virginia

My husband I both like the chorizo sunrise bagel sandwich at Einsteins. So we normally go on Saturday mornings before we take our dog to the Short Pump dog park across the street. I always order double meat for my husband and for some reason, they always seem to forget to add it. They never seem to forget to charge me for it though. Anyway, normally we just have to tell them and they just add the missing chorizo.

On our last visit, as usual I ordered our usual, 2 sandwiches, one with double meat. They delivered the food while I was getting coffee. By the time I sat down, my husband had already eaten ½ of the sandwich. I guess he was hungry. Anyway, I asked him if his sandwich had the double meat. And as usual, it was missing the 2nd piece of chorizo. He wanted to just eat the sandwich but I told him to go tell them. So when he did, the owner/manager who took my order, flatly stated that he put the double meat on the sandwich. So my husband showed him the ½ sandwich which was not eaten. To which the guy said, “I know I put double meat on the sandwich.” End of conversation.

Normally, we just shrug it off but this really made me angry. Seriously, was he suggesting that after spending $38 for sandwiches, bagels, dog bagels and danishes, we were trying to scam him for an extra piece of chorizo. Not to mention, we are regular customers, who order the same sandwiches on our visits. I am even a rewards member.

So unless he forgot to add the 2nd piece of chorizo, or his employee who brought out the sandwiches, took it off and ate it. As many reviews state, the employees at this location is not the friendliest. And normally, it does not bother me. However, knowing how the management treats customers, I now see why the employees do not care about their customers.

I have owned food establishments in my past. And yes, there are customers who try to scam you for extra food or refunds. However, if the management at Einsteins was customer focused, they should know we are regular customers who spend a great deal of money on our visits. But apparently, this is not the case. So needless to say, we will be forgoing our visits to this store. There are plenty of other options which provide better service and are...

This was my first time ever at an Einstein’s Bagels & I have to say it’s a big difference from what I was expecting!! I’m not sure if much of the population who comes to Einstein’s have the same issue but I found the ordering experience surprisingly underwhelming inside. It is always discouraging when asked your name for your order and the staff member doesn’t ask how it’s spelled! It shifts the entire experience for those of us with names that are not spelled exactly how they sounds or are not spelled only one way. (Particularly, I was upset that this is a practice not utilized in a place as highly populated and diverse as henrico, & to add to that, I’m from Harrisonburg, so this is a large difference in diversity) If I could ask of only one thing of this location, is to ask for the spelling of the name of the customers who are ordering. Guess-spelling someone’s name is belittling to begin with, but it creates a communication disconnect for other staff members. When my order was called the approaching staff member read aloud “Alexa, Alexia” for a while before I came to understood that it was meant to say Aaliyah & not “Alleia” that was written on the bag ? Which is confusing in its spelling for English speakers anyway. But with this I’m saying: it’s uncomfortable to experience that all 4x a week I go anywhere to eat that doesn’t ask how to spell my name! Please consider changing the “script” to ask also of the spellings of people’s names (takes just a moment!) so people like me can feel good about ordering things in person just as all the Sarah’s & John’s who are never mistaken for...

Much better service than your competition, Panera Bread, two blocks over. The bagels were freshly made and delicious. Easy in and easy out. They need a way to separate those customers that have ordered versus those customers waiting to get their food. There were people who had ordered standing in the area where you order. The staff were wearing their masks properly. The customers were wearing masks and had them on properly.

Why not 5 stars? Two reasons. The first being that they completed someone's order and never called their name to give them their order. The man happened to ask what the status of his order to find that it had been sitting in the prep area. He was wanting patiently but the worker tried to make it seem as if he wasn't there. He was actually in the waiting area for his order when I arrived. No, he didn't have a big order--just two items. The second reason is the young man that waited on me, which appear to be a lead or supervisor asked me how to spell my name and still misspelled it. In this instance, you're behaving like your competitors and NOT listening. Part of good customer service involves listening. Should he not understand, then just ask. I'd provide his name but the name says Order on my receipt. He didn't have on a name tag. Hopefully, in the future, you...